Whirlpool: Product Safety System

Baroness Ritchie of Downpatrick Excerpts

Wednesday 26th April 2017 Westminster Hall

[Andy Slaughter]

I am very grateful to my hon. Friend for that intervention and I am also grateful to the large number of Members attending this debate, which shows the degree of interest in the subject. I will go through what happened—hopefully not at great length, but with some precision—to show just how culpable Whirlpool has been and to outline the specific tasks that we want the Government to ensure are carried out, so that there is no repetition of last year’s fire and this particularly serious issue is resolved.

The key point is that my constituent had followed Whirlpool’s safety advice to the letter, which at the time of the fire was:

“You may continue to use your tumble dryer whilst waiting for the modification, however we require that you do not leave your dryer unattended during operation”.

Ms Defreitas was supervising her tumble dryer when the fire broke out, as she had been advised to do. However, in reality many people would not do so and why should they? In the 21st century, manufacturers should make products without fault that do not pose a risk to life and property. Although it is perhaps inevitable that products are occasionally faulty, in such instances a manufacturer must take immediate action to inform consumers of the fault, and it must also issue an immediate and full recall. Anything less is hugely irresponsible.

[Ms Margaret Ritchie (South Down) (SDLP)]

I congratulate my hon. Friend on securing this very important debate on an issue that has had an impact on the lives of many people throughout Britain and also in Northern Ireland. Does he agree that Trading Standards must be forced to do a lot more in relation to this issue, and that currently there is a serious gap between faults that manufacturers and suppliers of electrical goods know about, and what consumers are aware of?

[Andy Slaughter]

I absolutely agree and I know that a number of Members from Northern Ireland, Scotland and Wales, some of whom are here today, have been putting a lot of pressure on. I hope that pressure will continue, because clearly the current Trading Standards regime does not work. That is why we need the Government to intervene and not simply say that this is a matter that can be resolved at local authority level.

Given that the Shepherds Court fire was more than eight months ago, I am disappointed that I have had to come back to the House today to raise the matter again, as I had hoped that by now both the Government and Whirlpool would have taken action to remedy this situation. Unfortunately, however, there has been little progress: Whirlpool has not properly rectified the problem; and the Minister and the Government have not acted decisively. As a consequence, I believe lives are still at risk.

In particular, Whirlpool’s complete lack of accountability and responsibility for those consumers whose daily lives have been—and indeed are still being—put at risk, is simply unacceptable. The company’s behaviour throughout this whole process prompts the question of why anyone would want to buy a Whirlpool tumble dryer, or indeed any other product made by the company, in future.

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[Jim Shannon]

I thank the hon. Lady for that very wise intervention. I had not given much thought to that. Sometimes the machines are sold on, but where is the follow-on? How does the company find out about those people? The people who have got them know about the problem from the adverts on TV, the stories in the papers and so on, but in many cases they do not know that they have something dangerous sitting in their home. The hon. Lady is right. We are trying to be positive in our questions to the Minister, but perhaps she will give some thought to that issue.

The hon. Member for Hammersmith spoke about home fires, and the hon. Member for South Leicestershire (Alberto Costa) spoke about some personal examples. There is a record of damage, and the company admits that there is a problem, so surely it should be held to account and should award compensation to people who have had massive fires in their flats and properties. Let us be honest: it is only for the grace of God that people have not been injured or died as a result of this issue.

Whirlpool has not acted in the best interests of consumers. It resisted a recall of the affected models and failed to repair and replace affected machines in a timely way. The affected consumers were told not to use their tumble driers. When someone is told not to use their tumble drier, they expect the company to come and repair it or replace it with something that works correctly.

[Ms Ritchie]

Does the hon. Gentleman agree that regulation is an issue? A series of recent product safety issues have brought into sharp focus the need for proper regulation and enforcement. Does he agree that the Government should focus their attention on that issue, too?

[Jim Shannon]

I thank the hon. Lady for those comments.

Clearly, the issue for us all is safety. As I said, it is only by the grace of God that nobody has been injured or killed. It is unrealistic to expect consumers not to use their tumble dryer for months on end, so it is possible that further fire and safety incidents will occur as a result of continued usage. Whirlpool should issue a full recall of all affected models immediately. If there are 5.3 million dryers, we will get them all back. If there are 120 models, we will work on that and get it done.

Which? reported that one in five—22%—of the affected customers surveyed in April 2016 were still waiting for their machine to be repaired or replaced. Does the company have no sense of urgency or safety? Are these issues lost on it? The Minister must be able to feel our frustration and anger. Other Members who speak after me will reiterate that. We need to be on the ball to ensure action is taken.

A third of customers who had their dryer repaired or replaced said they were dissatisfied with how the manufacturer handled the situation. I’ll tell you what, if I had been waiting since 2016, I would be very dissatisfied. I would be wondering what the company was doing and whether it had got the notification of the repairs to be done in a tray in a locked room where nobody ever goes. Six in 10, or 62%—it is rising all the time—of those who were surveyed for the first time in November 2016 and had decided to wait for a repair were concerned about using their tumble dryer, so the vast majority of those who own those dryers are concerned. One quarter—26%—of affected customers were told that they would have to wait longer than six months for their tumble dryer to be repaired. If only it did take six months to have it repaired, at least we would have a date. One in five—22%—were told that the wait would be between three and six months. Where is the company’s understanding of the inherent danger that those delays compound?

I will conclude with this comment because others wish to speak. We must ensure that consumer protection legislation is in place to deal with this issue. Current legislation allows that to take place. I believe the power is with the Minister: she can do this. I respectfully ask her, in the short time she has, to ensure that action can be taken after the election. It is incumbent on us all to ensure that this does not happen again. I thank the hon. Member for Hammersmith and all those who have come to Westminster Hall to support the safety not only of my constituents but of people throughout the United Kingdom of Great Britain and Northern Ireland, who rely on legislation to force manufacturers to do the right thing. The fact is that we have to force them. I believe we must deal with this issue.

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[Margaret Ferrier (Rutherglen and Hamilton West) (SNP)]

It is an honour to serve under your chairship, Ms Ryan. I congratulate the hon. Member for Hammersmith (Andy Slaughter) on securing this important debate. He made some valid points, one of which was about loss of belongings in fires, which we do not take into account in a big way but which causes great distress. Both he and my hon. Friend the Member for Ayr, Carrick and Cumnock (Corri Wilson) mentioned that the petition has now reached 100,000 signatures. I hope we will be able to debate it in the Chamber after the general election.

I say not only as vice-chair of the all-party parliamentary group on home electrical safety but as an MP with constituents who have real concerns about the safety of electrical products in their homes that this debate is important. I also speak out on behalf of constituents who may be unaware of potentially dangerous appliances in their homes and trust the systems that should protect them. We should do all we can to reduce the number of house fires caused by faults in electrical equipment and appliances. Statistics supplied to me by Electrical Safety First show that, of the accidental house fires caused by electricity in my home council area, South Lanarkshire, in 2015-16, 12%—24 house fires that could have been avoided—resulted from an electrical fault.

Reform of the product safety system is not a panacea—there is much work to be done to tackle the trade in counterfeit electrical goods, for instance—but it would play an important role in reducing risk for people and families across the UK. The hon. Member for Merthyr Tydfil and Rhymney (Gerald Jones) spoke about second-hand goods being bought online due to financial constraints. We need to help ensure that people are kept safe in their own homes.

The Whirlpool debacle exemplifies why it is crucial that we get this right. We have heard that, following its 2014 acquisition of Indesit, including the brands Hotpoint, Swan, Proline and Creda, Whirlpool identified that up to 5.3 million or 5.5 million tumble dryers in the UK were affected by a serious fault, which the hon. Member for Strangford (Jim Shannon) mentioned. That fault in more than 120 models meant that those appliances were at serious risk of catching fire. Which? reports that by 2016, around 750 fires had been linked to those tumble dryers. As we heard from the hon. Member for Hammersmith, a significant fire in a tower block in Shepherd’s Bush, which we all heard about due to media reports, was found by London Fire Brigade to have been caused by an Indesit tumble dryer. As he said, the legacy of that fire will last for years.

Troubling though that is, the handling of this debacle since it first came to light is even more worrying. We heard from the hon. Member for South Leicestershire (Alberto Costa) about his personal experience with a tumble dryer. It was only when he revealed that he was an MP that he actually got a proper response, which is ridiculous, but he has shown great perseverance. It shocked me that Hotpoint revealed to him that there could be 16,900 affected customers in his constituency. That is a shockingly high number.

Mystery shopping investigations by Which? looked into Whirlpool’s handling of the modification programme for faulty tumble dryers and found that affected people are being forced to wait far too long for repair or replacement. Alarmingly, Which? also discovered that incorrect and potentially dangerous advice was being given by customer service staff. Which? deserves recognition for its efforts to keep Whirlpool customers safe, and particularly for securing action against Whirlpool by Trading Standards in February, which resulted in the company being required to update its safety advice warning to consumers to instruct them to stop using their machines immediately and unplug them until they are repaired. I am sure we all agree with the hon. Member for South Down (Ms Ritchie) that Trading Standards must do more.

[Ms Ritchie]

The hon. Lady is making a compelling case. Does she agree that Trading Standards should also look at Whirlpool’s delay in dealing with repair requests? People should not have to wait an inordinate time suffering a great deal of worry and concern.

[Margaret Ferrier]

No one would disagree that it has been far too long. People are still using these appliances and could be at serious risk, so I take the hon. Lady’s point.

Since becoming aware of the issue, Electrical Safety First has argued that the product safety notice issued by Whirlpool was inefficient and has called for a full recall so that at-risk machines are repaired or removed from homes. When there is such a risk to consumer safety, there is no excuse whatever for Whirlpool not to act in the best interests of consumers, yet it cannot claim to have done so, since it has resisted recalling affected models and failed to repair or replace affected machines quickly. Regrettably, corporate operations seem to have got in the way of consumer wellbeing, as we heard from several Members.

The hon. Member for Swansea East (Carolyn Harris), who chairs the all-party parliamentary group, mentioned that a PR company, not Whirlpool itself, seems to be answering MPs’ letters. That is absolutely shocking, but it is therefore unsurprising to learn of the Which? findings. A third of customers who had since had their dryer repaired or replaced said that they were dissatisfied with how the manufacturer had handled the situation. As we heard, a quarter of affected customers have been told that they will have to wait longer than six months, which is shocking. That is not an acceptable way to treat consumers, and it certainly is not a responsible way for the company to handle the situation.

There is also a serious gap between faults that manufacturers and suppliers of electrical goods know about and what consumers are aware of. The product recall system in the UK is complicated and, unfortunately, self-regulated. There is clearly the potential for unsafe products to be left in people’s homes, and that is exactly what is happening. The hon. Member for Bridgend (Mrs Moon) made the good point that many of these tumble dryers may be passed on in house sales and their new owners may not be aware of the major issues with them.

All that has led to the current situation with Whirlpool tumble dryers, of which there are millions in people’s homes. Companies such as Whirlpool do not even know where faulty products are or who owns them. That is shocking. We evidently need a much more efficient product recall system, and it is incumbent on us all to ensure that that happens. We need to put in place a proper system in which manufacturers and retailers co-operate to encourage consumers to register their products at the point of purchase.

The hon. Member for Poplar and Limehouse (Jim Fitzpatrick) mentioned that consumers are put off registering electrical products because they see it for what it often is: a marketing exercise for companies. Product registration must be primarily for safety purposes, and that should be made clear to consumers when they buy a product. Statistics show that 61% of consumers would be more likely to register a product if they knew that they would be contacted only for the purposes of safety. Electrical Safety First advocates the creation of a dedicated Government website similar to that in America, which centralises all information on product recalls, and where consumers can report concerns and obtain advice. The Whirlpool debacle, and the Shepherd’s Bush tower block fire in particular, should serve as the impetus to move on that.

My hon. Friend the Member for Ayr, Carrick and Cumnock shared a shocking story about a family being made homeless after their home was completely destroyed and being offered £175 in compensation—fellow hon. Members gasped at that story. I hope the Minister takes all of this on board. We cannot wait for another serious incident to occur. I have today put on the record these concerns and potential solutions, and hope that the Minister responsible following the general election, whoever that is, will see fit to take them forward. We all want that commitment from the Government today. Failure to act will undoubtedly lead to loss of life in the future. We must do all we can to avoid that eventuality.